Liliana Portillo
Customer Service Agent
San Antonio,TX
Summary
15+ years experience in customer service in busy and demanding environment Strong interpersonal skills used in customer service and problem solving Excellent verbal and written communication skills Ability to work independently and take initiative with minimal supervision and direction Ability to resolve consumer and vendor complaints efficiently Ability to listen, understand, and positively influence others in a confident manner Ability to handle high call volumes and work under pressure in a busy and demanding environment Proven organizational skills Business-level communication skills in English and Spanish (written and verbal) Proficient with Microsoft Office-Word, Excel, PowerPoint, Outlook, Adobe Photoshop, IDEXX Cornerstone practice management Authorized to work in the US for any employer
Overview
15
15
years of professional experience
Work History
Intake Claims Specialist
Quality Resource Management
05.2023 - Current
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Developed strong working relationships with external partners such as adjusters, legal counsel, and medical professionals to facilitate efficient claim resolution processes.
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
- Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
- Collaborated with cross-functional teams to optimize claims handling procedures, resulting in improved productivity.
- Provided exceptional customer service during stressful situations by offering empathy and support while resolving issues efficiently.
Receptionist Administrator
Garcia Family Dental
01.2024 - 10.2024
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled complaints and questions, and re-directed calls to other team members.
Receptionist
Pet Shotz
01.2019 - 01.2023
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Answered central telephone system and directed calls accordingly.
- Managed multiple tasks and met time-sensitive deadlines.
Fraud Specialist
Chase bank
09.2015 - 06.2017
- As a fraud specialists we are in charge of fraud management
- Reviewed Customer accounts for any signs of possible fraud to determine if they are a potential risk to the bank
- Maintained oral and written communication skills needed to communicate with customers both verbally and in writing
- Ability to pay attention to detail
- Ability to research and make appropriate decisions regarding complex cases
- Maintained a professional and courteous attitude during stressful and confrontational situations
- I was able to work independently and meet deadlines in a timely manner
Room Technician /Receptionist
Becker Animal Hospital
01.2010 - 03.2015
- Welcomed patients as clients contacted the center personally or by telephone
- Scheduled and coordinated appointments
- Answered all incoming calls and routed them to the appropriate staff and took messages
- Registered all patients per registration protocols and collected all documentation as well as billing information
- Worked closely with medical staff to assure smooth patient flow and decrease waiting time
- Provided clients with answers regarding medical treatment and products
- Received and posted payments after services rendered
- Collaborated with owners to file and maintain medical records
- Facilitated flow of patients visits
- Utilized critical thinking skills in daily customer call transactions
- Maintained a professional relationship with clients and staff
- Trained and educated new co workers
- Provided assistance to the veterinarian during exams and medical procedures
- Educated clients over products and services offered
- Handled and prepared x-rays and patient medication
- Greeted clients and loaded patients in rooms as well as obtained patient vitals
- Obtained and recorded client state of health, data, and past records
- Developed professional relationships with clients
- Cared and monitored the condition of animals
- Provided clients with counseling regarding the health of there animals
Education
Some College (No Degree) -
San Antonio College
San Antonio, TXHigh school diploma -
Winston Churchill High School
San Antonio, TX05.2011
Skills
- Bilingual Spanish
- Computer skills
- Medical billing
- Accounting
- Veterinary technician experience
- Phone and Email Etiquette
- Communication skills
- Data Entry
- Relationship Building
- Decision-Making
- Team Leadership
- Bookkeeping
- Schedule Coordination
- Performance Improvement
- Goal Setting
- Teamwork and Collaboration
- Problem-Solving
Languages
Spanish
Native or Bilingual
Timeline
Receptionist Administrator
Garcia Family Dental
01.2024 - 10.2024
Intake Claims Specialist
Quality Resource Management
05.2023 - Current
Receptionist
Pet Shotz
01.2019 - 01.2023
Fraud Specialist
Chase bank
09.2015 - 06.2017
Room Technician /Receptionist
Becker Animal Hospital
01.2010 - 03.2015
Some College (No Degree) -
San Antonio College
High school diploma -
Winston Churchill High School
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